Table of contents
About the talk
Organizations are always seeking continuous improvement in their CX initiatives and spend a great deal of time developing new ideas to meet customer expectations. But often those ideas are never executed – or executed effectively – which leaves a gap of untapped potential. Build your blueprint to:
Move from insight to action by developing a systematic approach to execution
Assess the value add to your organization of new initiatives on experiences
Incorporate prototyping to ensure effective experience design and execution
Focus on your business mission, technological capabilities and balancing your goals to avoid being too aggressive or too soft
Build capacity for execution by closing the gap between idea and execution
00:13 Rick Parrish
01:20 Kent Lawson
03:02 Separating of ideation and execution
05:45 About changing for success
08:10 Management layer
09:46 Advantages of storytelling
12:10 Building vs Creating
14:06 The role of emotions
15:00 Key factors
20:00 About speed of working
Dedicated to bringing human-centered design, design thinking, innovation and experience design to healthcare in order to enhance the consumer/patient experience and improve outcomes—both health and financial.View the profile
I conduct rigorous research to help organizations in both the private sector and government put customers at the center of everything they do, in order to create win-win situations for customers and organizations. I also coordinate Forrester's research on customer obsession.View the profile
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Head on over to our next panel discussion. We have a fantastic panel for you. We have leaders from Blue Cross, Blue Shield and forced her to huge. Mine are going to talk to you about Bridging the Gap, between ideation and execution of Digital customer initiatives. So with that said, I like to hand over to our moderator, Rick Paris from Forester, Rick taken away everyone for joining us, customer experience research team at Forrester and I'm doing here by Kim Lawson. Who is director of brand and customer experience at Blue. Cross Blue Shield Association and the next 30 minutes
or so. To as Dennis says, talk about Bridging, the Gap between radiation and execution of Digital customer experience initiatives. Can you just said a word about what you're what you're rolling ball. So we all understand the the Angela me gravitas. You brings you two discussing this topic. Thanks Rick. I really appreciate it. I appreciate the opportunity to come and talk with everyone so can recovering industrial designer. I sort of grew up in industrial design and have it sort of
merged my career from from designing hard things to designing experiences services and experiences. And so, I work with, I am the executive director of experience of brand and customer experience at Blue, Cross Blue Shield Association. We have 36 Independence, Blue Cross Blue, Shield plans and about a hundred and nine million. Customers and I'm ugly that team at the association. And what we do is we try to bring
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